Consulting with your client is an essential part of every hairdressing service. You simply cannot become a successful hairdresser without mastering the skills involved.
One of the most important skills is good communication.
You need to find out what clients want and to give them clear advice. You will need to know all about hair and skin, and be able to recognise problems. In this unit you will learn how to analyse hair, skin and scalp and perform tests that will guide you in advising clients on the correct products and services for them.

G7
013
Mandatory
42 Level 2 NVQ/SVQ Hairdressing
This unit has three outcomes. As they are linked, you can be observed by your assessor for all three outcomes at the same time.
Outcome 1
Identify what clients want
Outcome 2
Analyse the hair, skin and scalp
Outcome 3
Advise your client and agree services
and products
Evidence requirements
You will need to demonstrate in your everyday work that you have met the standards for developing client consultancy skills. The standards cover things that you must do
(performance criteria), things that you must cover (range) and things that you must know.
What you must do
Your assessor will observe these aspects of your performance on at least three occasions. These will cover consultations for three different technical units. You must do correctly all the things listed under ‘What you must do’ on the sign-off sheets that follow.
Simulation is not allowed for any performance evidence within this unit. It is likely most evidence of your performance will be gathered from the observations made by your assessor but you may be required to produce other evidence to support your performance if your assessor has not been present.
What you must cover
You will see key words in bold on the ‘What you must do’ list. For each, there is a range of things that you must cover. You must show that you have:
Consulted with both types of clients: new regular
Identified or can describe the following problems: suspected infections suspected infestations
Identified clients’ wishes by: questioning observation testing
Taken into account the following factors that limit or affect services: adverse hair, skin and scalp conditions incompatibility of previous services and products used lifestyle

What you must know
You will be assessed on your knowledge of the following:
Salon and legal requirements
Services, products and pricing
Hair, skin and scalp analysis
Communication
This will be completed through written and oral questioning by your assessor, or by an online
GOLA test. For details of what you must know, see pages 49–50.
Be sensitive to how a cli
You can tell a lot from ent is feeling
their body
Customer consultation
Useful words
Some terms that you will come across in this unit are explained below.
Adverse hair conditions Factors of the hair that may limit what services clients can have, for example if hair is over-processed then it may not be advisable for a client to have a colour that contains a lot of hydrogen peroxide.
Adverse skin and scalp conditions Factors of the skin or scalp that may limit what services clients can have, for example if a client has psoriasis then it may not be advisable for that client to have a lot of harsh chemicals used on their hair.
Confidentiality It is important that you maintain your client’s confidentiality, which means not discussing with anyone else what your client has told you in their consultation or during their service.
Infections Infection can result in red and inflamed skin or the development of pus. If you suspect that your client has an infection, you should report it to your supervisor.
Infestations A condition where parasites such as head lice move on to a person’s head and body and then live off the nutrients found in their skin, blood and tissues.
43

Unit G7 Advise and consult with clients
44 Level 2 NVQ/SVQ Hairdressing
Within your work, you must show your assessor that you can do the following. You will be observed a number of times (as a guide, at least three times). Each time you achieve all the points listed within a single client service, your assessor will tick the circle and enter the date.
Observation
Achieved
Date
Candidate signature
Assessor signature
IV signature (if sampled)
1
*
Covered by observation
Covered by oral questioning
2
Outcome 1
Identify what clients want a Allow the client sufficient time to express their wishes b Ask relevant questions in a way your client will understand c Use visual aids to present clients with suitable alternative ideas to help them reach a decision d Clarify your understanding of your client ’s wishes
* e Encourage your client to ask about areas of which they are unsure f Accurately identify and clearly confirm your client ’s wishes for services and products
3
Date
Date
Continues on next page

Outcome 2
Analyse the hair, skin and scalp a Conduct visual checks and any necessary tests on the hair, skin and scalp to meet specified procedures b Identify from your client’s previous records, when available, any factors likely to affect future services
* factors that limit or affect services and the choice of products d Promptly identify and report any problems which cannot be dealt with to the relevant person
**
1 2 Observation
Achieved
Date
Candidate signature
Assessor signature
IV signature (if sampled)
*
Covered by observation
Covered by oral questioning
**
Covered by observation
Covered by oral questioning
3
Date
Date
Date
Date
Continues on next page
Customer consultation 45
Visual aids s uch as hair colour chart s h a decision
.
will help you r client reac

46 Level 2 NVQ/SVQ Hairdressing
Observation
Achieved
Date
Candidate signature
Assessor signature
IV signature (if sampled)
1
Unit G7 Advise and consult with clients
2
Outcome 3
Advise your client and agree services and products a Make recommendations that are suitable for your client b Agree services, products and outcomes that are acceptable to your client and meet their needs c Clearly state the likely cost and duration of the agreed services to your client d Conduct all communications with your client in a manner that maintains goodwill, trust and confidentiality e Ensure your client records are up-to-date, accurate, easy to read and complete
3
Hints and tips
Try to avoid too many technical terms when you’re advising a client. It’s important that you don’t ‘blind them with science’.
Communicate with you an informed client ma happy one!
r client – kes for a

Unit G7 Advise and consult with clients
Customer consultation
Before ticking the circles below, you must make sure that you have achieved ‘What you must cover’ in all the outcomes in which it occurs.
Types of clients Tick the types of clients that you have dealt with during your observations.
Both types of clients must be dealt with.
1 2 3
New
Regular
47
Identifying clients’ wishes
Tick the ways in which you have identified clients’ wishes. All ways must be used.
1 2 3
Questioning
Observation
Testing
Factors that limit or affect services
Tick factors that you have identified that will limit or affect services.
All factors must be considered for each observation.
1 2 3
Adverse hair, skin and scalp conditions
Incompatibility of previous services and products used
Lifestyle
Problems
Suspected infections
Suspected infestations
Tick the problems that have been identified and reported. All must be covered, by either observation or oral questioning.
1 2 3
Observation
Achieved
Date
Candidate signature
Assessor signature
IV signature (if sampled)
1 2 3

Unit G7
48 Level 2 NVQ/SVQ Hairdressing
This form can be used to record oral questioning, or for assessor/candidate comments, if required.
Comments
1
Date
2
3
Hints and tips
The consultation is a very important stage, so never underestimate it.
It gives you the opportunity to gain the client’s trust and to show them that you are knowledgeable.
Always consider your cli ent’s hair type

Unit G7 Advise and consult with clients
You need to understand: Evidence type
Salon and legal requirements
1 your own responsibilities under the Data
Protection legislation
2 your legal responsibilities for describing the features and benefits of products and services
3 salon procedures and manufacturers’ instructions in relation to conducting tests
4 salon rules for maintaining confidentiality
Services, products and pricing
E3
E3
E3
E3
5 the services and products available for use in your salon
6 your salon’s pricing structure
8 why it is important to identify factors that may limit or affect services and products which can be used
9 how lifestyle, adverse hair, skin and scalp conditions, incompatibility of previous services and products used can limit or affect the services and products that can be offered to clients
E3
E3
7 how to calculate the likely charge for services E3
Hair, skin and scalp analysis
E4
E4
E4 10 the indications of suspected infections and infestations and disorders visible to the naked eye
11 how and when tests are carried out on hair
12 the importance of carrying out tests and the potential consequences of failing to do so
E4
E4
Continues on next page
Customer consultation
You will be assessed on your knowledge and understanding of all the following points. This will be completed by your assessor, either through oral or written questions
(evidence type E3) or a mandatory written paper
(evidence type E4).
Either of these could be an online GOLA test. The form tells you which evidence type is needed for each point. Your mandatory test papers will be kept by your assessor, so they won’t appear in your portfolio.
49
Once you have been assessed on each point, fill in the date and reference any written evidence that you’ve put in your portfolio.

Unit G7 Advise and consult with clients
50 Level 2 NVQ/SVQ Hairdressing
Hints and tips
Explain what you are going to do for the client in simple language – you are learning the jargon of hairdressing but remember, they don’t know what these words mean!
You need to understand:
13 the basic structure of hair and skin
14 the growth cycle of hair
15 the characteristics of different hair types and textures
16 the general factors that contribute to healthy hair (eg health, environment, chemicals)
17 the likely causes of adverse hair and scalp conditions visible to the naked eye
Communication
18 why effective communication is important for your salon’s business
19 the importance of confidentiality and what might happen if this is not observed
20 how to use varied vocabulary and expressions to suit your purpose (eg to present an argument, express ideas or opinions, exchange information)
21 how to adapt your contributions to suit different situations (eg the amount you say, your manner and tone of voice, dealing with those with sight or hearing difficulties)
22 how to show you are listening closely
(eg by body language) and responding appropriately (ask questions to show interest)
23 how to identify the speaker’s intentions
(eg by manner, tone of voice, vocabulary)
24 how to move the discussion forwards (eg summarise, develop points, focus on purpose)
Tick if E3 was a GOLA test
Tick if E4 was a GOLA test
Tick if E3 was a written test
Tick if E4 was a written test
Evidence type
E4
E4
E4
E4
E4
E3
E3
E3
E3
E3
E3
E3
Date
Date
Date
Date

Unit G7
Customer consultation
Your assessor may use this space for any additional comments they may have about your work.
Comments Date
51
This section must be signed when the unit is complete.
We confirm that this evidence is authentic and the assessments were conducted under specified conditions and that all the performance criteria, range and essential knowledge requirements have been met for this unit.
Candidate signature
Assessor signature
IV signature
(if sampled)
Date
Date
Date